five diamond criteria and language 翻译

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1、CriteriaandLanguageusingforfivediamondstandards酒店五星五钻服务标准CheckinAttendantprovidesawarmandsinceregreeting;recognizesguestappropriately客人抵达后要热情诚挚地问候：/lGoodmorning/Goodafternoon/goodevening/howmayIassistyou?l早上好/中午好/晚上好//我可以帮您吗？lMakeeyecontact,andsmilel眼神接触、微笑lFocusonconsistenceeyecontactwiththepa

2、rtyinsteadofthecomputerandotherdistractions.Askforthenameinwhichtheparty’sreservationsweremade.l尽量保持眼神接触避免注意力集中在电脑上，询问客人姓名并问是否有预定。lAskifthepartyhasstayedatthehotelpreviously,thenwelcomethemorwelcomethemback.Remainconversantthroughoutthecheck-inprocessl询问客人之前是不是有住过本酒店，之后对客人表示欢迎或者欢迎其再一次的到来，熟练地为客人

3、办理整个入住程序Attendantaddressesguestbynameduringinitialgreeting,asappropriatethereafter在最初的时候要尽可能以其姓氏加先生或女士热情称呼，之后同样nUseguestssurnameatleast3timesduringthecheck-inprocess.在整个办理入住的过程中至少以客人的姓氏称呼3次Attendantacknowledgesguestswaitinginlinewithawarmandwelcominggreeting要向排对等候的客人热情的问候，nMakeeyecontactandsmil

4、etothenextguestinline在一位客人快要到达面前时要眼神接触并微笑Registeredguestsarenotaskedforduplicateinformation不要重复询问客人重复的信息lIfguestinformationalreadyonfile(suchasaddressoremail),insteadofaskingtheguestfortheinformationagain,asktoreconfirmtheinformation:“doyoustillliveon123street”如果客人的信息已经在档案中（例如地址、电子邮箱）只需确认。例如：“您

5、是否还住在123街吗？“Attendantconfirmsrateandtypeofroom确认房间的价格和类型lConfirmtermsofthereservation:arrival,departure,numberofguests,typeofroom,smokingpreferencelAttendantdeliversmessagesdiscreetly谨慎传递客人信息lAllmessagesthatcontainroomnumbers,telephonenumbers,timesofeventsshouldbewrittendownfortheguest所有包含房间号，电

6、话号码，的信息都应该写下给客人Attendantprovidesroomnumberdiscreetly谨慎提供房间号lRoomnumberareneverreadaloud“yourroomisrighthere”pointtheroomnumberthatarewrittendownfortheguest决不能大声读出“你的房间就在这儿”，只需要给客人指一下他的房间号Attendantplacesallregistrationmaterialsintotheguest’shands办理完之后将所有登记的资料递到客人的手上lItemsshouldneverbeplacedonthe

7、counter;andshouldhandeverythingtotheguestwithtwohands.(ID,Key,Creditcard…etc)资料应该双手递到客人手上，不应该反倒柜台上（包括身份证、钥匙、信用卡等）Attendantexhibitsasinceredesireandcompliancetoallguest’srequests要真诚完成客人的要求lOfferamaporsomeinformationpackageofthehote